What chatbots can do for E-commerce Industry?

Caught in the middle of a digital revolution, customers are now hyper connected across a vast network of digital platforms and have high expectations especially while shopping online. Consumers expect personalised services and instant gratification and the limited customer service on ecommerce websites certainly hasn’t helped.

Chatbots are interactive software programs powered by artificial intelligence designed to simulate human conversation. They can automate business processes by receiving and sending text messages.

Ecommerce chatbots are revolutionizing the way businesses interact with customers by enabling enterprises to achieve great personalised customer service while providing faster and better customer experience. Companies today can use chatbots to instantly communicate with customers and resolve their issues on multiple platforms, such as Facebook Messenger or on their online store.

Why Chatbots?

Chatbots and conversational commerce are terms that are thrown around quite a lot. These aren’t just passing fads, but are technology which is here to stay and change user experience forever. Here are some aspects to consider.

  1. Statistically, most people stick to five apps on their mobile devices. Not surprisingly, most of these are messaging apps. With over 5 billion active users every month, these apps are being consumed much more than other forms of social media. So investing in an ecommerce chatbot will help you engage with a much larger audience.

  2. Chatbots can be integrated into multiple messaging platforms like Facebook Messenger, Kik, Telegram, WeChat, or Viber, making them available for consumers to chat with. This eliminates the need for users todownload specific apps to avail your services.

  3. Chatbots are active round the clock providing instant assistance and can engage customers in a more intuitive manner. This integrates an otherwise mechanical process into natural conversation, resulting in increased customer satisfaction.

  4. The average adult spends 2 hours, 51 minutes on their smartphone every day. That’s about 86 hours a month! This number is significantly higher among teenagers and most of this time is spent on messaging apps. Chatbots are the key to entering this vast market by placing your products on platforms where they are most likely to be viewed.

  5. In contrast to the traditional, impersonal customer experience on most ecommerce websites, ecommerce chatbots engage the customer in an interactive buying process, very similar to how employees guide customers in stores.

What can e-commerce chatbots do for your enterprise?

Sales and Marketing

Chatbots increase customer engagement and can play a vital role in managing existing customers and generating new ones. Remarketing is a great way to increase conversions through messaging apps where users are reminded of their previous purchases and related new items or services are suggested.

Broadcasting

Chatbots can send private messages to all your customers whenever a new collection is launched or provide updates and deals for certain products. Traditionally, e-commerce sites practice sending email notifications but people are far more likely to open a push notification than check their email.

Shipment Tracking

Once the order has been placed users can enquire and receive timely updates about their order using e-commerce chatbots. The date and time of delivery can be sent as a message on Facebook Messenger thus providing an intuitive user experience

Back-End Functions

Chatbots can automate the process of extracting information from customers by conducting conversational user surveys. This can provide valuable market insight and is especially useful when it comes to getting product reviews.

Brand Loyalty

Chatbots help create a very personal experience by engaging the customers in meaningful conversation. They can thus act as the face of your enterprise and form a more meaningful customer-brand bond. Chatbots provide another layer of customer service which leaves them with a sense of reliability.

Implementing a chatbot into your marketing strategy will give you the competitive advantage needed to maximise sales and profitability in this competitive world of ecommerce.

Many brands like Sephora, 1-800-Flowers, eBay, H&M and Burberry have already started using them to communicate better, provide customer service, handle order status queries, recommend products and drive sales.

1-800-Flowers is a floral and gourmet foods gift retailer and distribution company. They introduced a chatbot which helps consumers search for and place their gift order online.

The chatbot, ‘GWYN’, asks a series of questions regarding the occasion and sentiment, and suggests the best suitable products for the customer’s individual requirement.

An internal survey showed that 70% of customers ordering through the chatbot were new 1-800-Flowers customers which resulted in the company’s total revenue increasing 6.3 percent to $165.8 million in the first quarter of 2017.

We at Botartisanz have started this evolutionary journey and strive for more mainstream acceptance of this technology of the future.

At Botartisanz, We are specialised in building Chatbots and Amazon Alexa Skills. If you need to know further about us then you can take a look at our Botartisanz and Cedex Technologies LLP and what our clients say about us.

About Author

Tushar Vibhish

Digital Marketing Intern at Cedex Technologies LLP

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